Automated Customer Service: Support your customers more effectively and efficiently

Automated customer service is not a new concept. We've all scoured our fair share of automated phone menus or interacted with support bots for help.

But a lot has changed since the early days of automated customer service, both in terms of usability and customer perception. Speech recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have begun to answer questions they receive, not just relay them to a human. Along with this increase in functionality comes a shift in how customers view automation: no longer seen as a form of diversion, automation is now a personalized and effective option for getting help with their issues. .

At Intercom, we strive to provide automated solutions that empower customers and help you save valuable time for your support team. Our goal is to personalize every experience through automation: delivering exactly what every customer needs, when they need it, where they are.

The result? A win-win situation:

Customers love automated customer service because it allows them to get the answers they need, in an instant. Support teams love automated customer service because it resolves simple customer queries quickly and efficiently, allowing them to focus on more complex issues that require human intervention and have a significant impact on customer satisfaction and satisfaction. customer loyalty.

But how can you implement personalized and automated customer service in your business? Here's what you need to know.

What is Automated Customer Service?

Automated customer service is a type of assistance provided by automated technology such as AI-powered chatbots, not by humans. Automated customer service works best when customers need answers to simple, recurring questions, status updates, or help finding a specific resource.

One of the most popular automated customer service options is chatbots. Our bots use machine learning, taking care of customers by providing links to existing resources such as knowledge base articles and FAQs. They can also route customer conversations to the team best equipped to answer their questions and can even provide answers to customer questions such as "How can I add more users?".

Our bots are now even more powerful, with the ability to quickly and efficiently access data outside of Intercom to provide even more self-service responses to customers.

With this kind of intelligent self-service support, you can provide faster resolutions to your customers and reduce customer inquiries for your team, without sacrificing a great experience.

5 reasons to incorporate automation into your customer service offering

Over the past decade, live chat has become the norm for companies wishing to provide premium support. Chat is faster than email, more personal than traditional knowledge bases, and far less frustrating than shouting into an automated phone system.

For customers who don't have time to have an in-depth conversation with a support representative, automated support options, like chatbots, mean you can help customers with any problem. context, whether they're multitasking, in the middle of their workday, or on the go.

"When most simple queries and tasks are handled automatically, it frees up your support reps to spend their valuable time resolving complex queries that require their customer service skills and empathy"< /p>

Benefits are also important for your support team. When most simple queries and tasks are handled automatically, it frees up your support reps to spend their valuable time resolving complex queries that require their customer service skills and empathy.

Here are some of the most important benefits of automated customer service that help your customers and support team save time and get more done.

1. It allows customers to multitask

Customers can ask your chatbot a question and read the answer between meetings, or get a link to a useful article and read it when they have time. There is no pressure to act immediately.

2. It allows customers to choose the option that suits their ne...